Job Purpose Summary:

The Operations Officer is responsible for the day-to-day management of business processes and operational initiatives. This role involves close collaboration with the trust services team, operations manager, IT and technical services team and senior management to facilitate decision-making through data analysis, implementing changes and enhancing efficiencies.

Key Responsibilities and Accountabilities/Duties:

• Process Improvement and Re-engineering
• Evaluate Current Processes: collaborate with the operations manager to assess existing workflows and business procedures, identifying inefficiencies and areas for improvement. Stakeholder Engagement: engage with stakeholders, such as the trust services team, senior management, IT and solutions teams, to understand their needs and address concerns regarding current processes and proposed changes.
• Document Requirements: gather and document business requirements from stakeholders to ensure clarity and alignment.
• Recommend Improvements: develop and present recommendations for process improvements and re-engineering initiatives.
• Implement Changes: assist with the implementation of process changes, ensuring minimal disruption to operations.
• Train and Support Staff: assist with the training of staff on new processes and provide ongoing support to ensure successful adoption.
• Monitor Compliance: monitor staff adherence to new processes and measure performance metrics to assess effectiveness.

1. Reporting and Data Analysis:

• Data Analysis: generate reports from entity and client management system, ensuring data accuracy and identifying trends and areas for improvement.
• Deadlines and Performance Monitoring: track and monitor filing deadlines, deficiencies, debtors, billing, and profitability.
• Management Reporting: create weekly report for senior management, highlighting key performance indicators, insights and providing operational and new business updates.

• Project Management:
• Support Project Planning: assist in planning and executing local, regional and Group projects, ensuring alignment with business goals.
• Manage Timelines: monitor key project milestones and deliverables to ensure timely achievement of objectives.

• Policy and Procedures:
• Maintain Policies: update and maintain policies, procedures, training manuals, and guidance notes.
• Monitor Compliance: conduct regular audits to ensure compliance with internal policies and procedures.

• Operational Support and System Testing:
• Quality Assurance: test and implement workflow and process changes following enhancements or upgrades.
• Ad hoc support: assist management with any ad hoc duties or projects as required.

• Skills and Competencies :
• Recognized university degree
• 2-3 years of experience in operations or project management
• Strong problem-solving and analytical skills
• Proficiency in collaborating with technical solutions and IT teams
• Attention to detail and experience in writing policies and procedures
• Ability to work independently and take initiative
• Excellent written and verbal communication skills in English
• Highly organized and able to thrive in a dynamic, fast-paced environment

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